Error: No Network Connection displays even if you have access to the Internet

Symptom

Error: No Network Connection displays even if you have access to the Internet.

Cause

This issue has been reported by customers who use TrendMicro Internet security software. This issue typically occurs when there has been an update to your antivirus software, and the update has blocked the SmartVault application from communicating with the SmartVault servers.

Resolution

To resolve the issue, you will need to open the settings of the TrendMicros Internet security software and create an Exception to the rule for svault.exe with the file path:
\Program Files\Smartvault\svault.exe and allow TCP communications, both inbound and outbound.

To create a rule exception in TrendMicro security:

1. Right click on the red TrendMicro Security icon in your system tray.
2. Select Open Main Console.
3. Click Personal Firewall Controls > Settings > Advanced Settings.
4. Click on the Program Control tab.
5. Click Add and then type SmartVault in the Description field.
6. Select the browse option to go to \Program Files\SmartVault\svault.exe.
7. Click Both for the Connection option.
8. Click Allow for Response.
9. Select TCP for Protocol and then click OK.
10. Exit out of the SmartVault Desktop software by right-clicking the SmartVault icon in your system tray and then clicking Exit.
11. Restart SmartVault by clicking Start > Programs > SmartVault > SmartVault Launchpad, and then signing back in to SmartVault

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Knowledge Base ID

KB266